Position Summary

As a Customer Success Associate, your role will be to ensure customer satisfaction and a great customer experience for enterprise customers across different target segments. You will work with internal teams to take the customer through the journey of discovering the product, loving it, seeing true value from it to continued usage of the product. You will be responsible for customer success across sms, two way sms, ussd, airtime, chat and other enterprise mobile solutions. 

You should have experience managing a portfolio of customers in a technology service/product oriented business and experience building trust with customers through the pre and post sales lifecycle. You should have strong organization skills, emotional intelligence, be an excellent communicator, have a thorough understanding of the sales process, understand different customer segments and their value propositions to achieve this.

Responsibilities

• Onboard customers on the products and provide walk through’s and demos
• Ensure contracts and other billing processes are completed for full onboarding
• Regularly check in with customers to ensure they are seeing value in the product and get feedback on issues, feature requests etc
• Work on any operational tasks needed to fulfill client requests.
• Liaise with any third parties (e.g vendors / mobile operators ) needed to fulfill client requests. 
• Maintain and manage a portfolio of SME/enterprise clients
• Build empathy and trust with customers.
• Build up strong product knowledge quickly.
• Attend client meetings and calls as needed.
• Identifying new business opportunities with existing clients and engaging in cross-selling/up-selling activities
• Multi-task in a fast-paced environment with many priorities, to effectively manage time and prioritize
• Work with team members across respective departments to solve client problems
• Providing management with feedback and progress reports

Requirements

This position is for you if you:

• Have at least 2 – 5 years’ prior industry related business development or customer service experience
• Have a Bachelor’s degree or equivalent degree in the I.T/Business Management field would be preferred, but not required.
• Possess exceptional communication skills, which demonstrate techniques in persuasion, coaching, negotiation, conflict resolution and customer service.
• Have strong analytical, time management, problem solving, prioritization and planning skills.
• Have proven time management and organizational skills and ability to be self-directed
• Can be a self-starter, a highly motivated person able to work in a fast paced environment that is continually changing.
• Are driven to take initiatives, with a sense of urgency to achieve results with and through people
• Are patient, curious, detail oriented and eager to solve problems
• Possess the ability to absorb and retain information quickly
• Location – Nairobi,Kenya
• Full time position

Benefits

• Competitive Salary + Commissions
• Subsidized health insurance
• Airtime + Travel expense reimbursement